Operations Project Manager

We are looking for a dynamic Project Manager in our Phoenix office to support Call Center Operations during an exciting phase of rapid growth and operational optimization. As part of a high-performing enablement team, you will manage a portfolio of projects aligned with our broader enterprise roadmap. We are looking for a self-starter who thrives on managing interdependencies, bringing structure to abstract goals, and naturally weaving technological advancements into program delivery.

This role is based in our Phoenix office and follows a hybrid work schedule.

What You’ll Do

• Manage Interdependencies & Portfolio Health: Track and oversee multiple parallel project workstreams within the call center domain, ensuring individual project milestones align with overarching program timelines and business goals.
• Coordinate Tech-Driven Operations: Manage project lifecycles within a highly automated environment, ensuring AI tools and virtual agent enhancements are seamlessly accounted for in operational rollouts.
• Cross-Functional Program Alignment: Work closely with operations, product, and transformation teams to monitor, troubleshoot, and solve systemic issues, while communicating program health, risks, and progress to internal and external stakeholders.
• Action-Oriented Execution & Governance: Balance meeting cadences with executable actions and Jira ticket management, establishing lightweight program governance to keep fast-moving initiatives on track without sacrificing agility.
• Synthesize Strategic Vision: Translate high-level operational strategies and tech-forward process updates into clear, executable project components, stages, and tasks.
• Executive-Level Communication: Effectively communicate project and program updates, lifecycle status, risks, and mitigation strategies to a diverse group of stakeholders, ranging from department leadership to compliance, legal, and senior executives.

• 4+ years of project or program management experience required, ideally within a high-growth startup, fintech, or fast-paced financial services call center environment.
• Program & Portfolio Mindset: Proven ability to manage multiple concurrent projects of varying complexity, successfully tracking dependencies and resource constraints across different workstreams.
• Tech & Automation Fluency: Comfortable operating within a tech-forward ecosystem, with the ability to naturally incorporate AI tooling and automated workflow considerations into everyday project tracking.
• Agile & Structure Agility: Proficiency in agile project management frameworks and issue-tracking software; Jira knowledge is required. Able to scale delivery frameworks to enforce accountability while remaining flexible.
• High Volume & Complexity: A highly organized individual who can manage ambiguity and bring structure to dynamic-scope environments with shifting business priorities.
• Solutions-Oriented Mindset: A positive, flexible attitude with the energy and self-motivation to tackle the shifting needs of a business that has launched several major products and continues to scale.
• Deep Operational Curiosity: Willingness to immerse yourself in a "learn-it-yourself" environment to gain an expert-level understanding of internal operational strategy, process mapping, and customer-facing workflows.
• Excellent Communication: Superior interpersonal, written, presentation, and process-mapping skills.